Conversant Auto Attendant and Supervised Transfers

[Ariadne]

It came to our attention after implementing the Conversant AA, that agents who were in a supervised environment could no longer see who was calling them until they picked up the call. We were told by Avaya to essentially live with it..

Has anyone else had experience with this and have they been able to get the calling line ID to work? It would be great for our agents to be able to greet their customers in a more meaningful way.

 

[jimbojimbo]

In a "supervised" transfer, the call is not actually given to the agent until after the Conversant port has the call up with the agent. Therefore the call info is not displayed. I would suggest that the calls be sent into the hunt group queue with a blind transfer. The calls can then be handled in the vector steps (ie play announcements, MOH, re-route based on TOD/EWT).

James Middleton
ACSCI/ACSCD/MCSE
Xeta Technologies
jim.middleton@xeta.com